CUSTOMER SERVICE REP II - (US-IN-Southport - 46247)

Minimum Education: None
Jobcode: L:98853166
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As the knowledge economy takes off worldwide, there is a growing demand for both traditional and non-traditional education. Which translates into an accelerated demand for cutting-edge, online learning solutions. The kind of solutions that McGraw-Hill Education offers to the world every day. McGraw-Hill Education addresses virtually  every aspect of the education market from pre-K through professional learning. Our technical innovations are changing the way people learn, with e-books, online tutoring, customized course Web sites and subscription services.  Now is the time to team up with our dynamic company as we create our next generation of who we need to be for our customers!    CTB and The Grow Network, make up the Assessment and Reporting business function of McGraw-Hill Education.  This Group creates and builds a comprehensive range of formative and summative assessments, reporting tools, individual study guides, instructional programs, software, and services, all built upon a tradition of research, innovation, and technical quality that benefit learners of all ages.   We are looking for an exceptional customer driven and interactive person to actively service and meet the continuous needs of our new and existing customers in the role of a CUSTOMER SERVICE REPRESENTATIVE .  Position is located at our Indianapolis, IN site location.    You will serve as a first point of contact for our customers' inquiries, orders, complaints and response to billing needs.  You MUST perform and maintain acceptable performance levels regarding customer hold time, call length and volume, number of orders processed and overall customer satisfaction.  You will also actively engage the customer in revenue generating sell-up and cross-sell opportunities.   RESPONSIBILITIES: STRONG Customer telephone support - receive, respond, resolve continuous inbound customer calls. Manage unresolved issues in between receiving calls. Obtain appropriate authorization to place outbound calls to close out unresolved issues. Escalate unresolved issues to manager for resolution. ALL order processing duties that include:                Reviewing all orders received for completeness                Identify, clarify, resolve discrepancies                Process all orders through the order processing system Identify sell-up and cross-sell product opportunities to existing customers for revenue generation. Input/maintain customer profiles in call tracking system at all times, within timelines. Respond to all requests from Credit and Collections in a timely manner. Consistently communicate to Regional offices and sales staff regarding customer issues.   4+ years experience in a call center environment or in a customer service role 1+ year managing/resolving escalation of 1 st level customer support issues Effective verbal communication influencing and managing customer expectations, emotions and escalations MUST have strong written skills using appropriate grammar, sentence structure, spelling MUST know how to manage multiple call volumes or assignments with results! MUST have proficient knowledge of online data base and management systems Proven proficiency with Microsoft products: Word, Excel, Outlook, Access Understand effective prioritization of responsibilities/work load to meet customer needs Team driven, supporting team members to achieve overall department goals Ability to be flexible, working in a fast paced, customer oriented environment juggling multiple demands MUST like to be on the phone with customers for an extended amount of time! Excellent time management skills For additional information about CTB please go to http://www.ctb.com .   McGraw-Hill Education - Where the World Learns to Succeed